Senior Customer Support Representative - escalations (Austin, TX)

Lumen Cobalt Medical designs and makes medical devices in Austin, and we need a Senior Customer Support Representative to lead our escalations. Engineers and clinicians sit at the same table. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including regulatory submissions, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with regulatory submissions. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Austin, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.